Communication Desk Analyst (Overnight)

The Communication Desk Analyst will act as the single point of contact for the Contact Center and NOC during a service interruption. This position will responsible for writing and sending internal and external communications, alerting the internal teams, executive management and customers of an outage or degraded service. The Communication Desk Analyst will also be responsible for proactively notifying customers of all planned maintenance events.

RESPONSIBILITIES:

• Responsible for timely communication to key stakeholders, executive management and customers on the status of Priority 1 and Priority 2 issues
• Coordinate and manage customer impacting outages communications, ensuring they are sent in a timely and effective manner
• Coordinates response to outages and escalates situations as necessary
• Works with the NOC to manage the escalation and resolution of outages.
• Creates monthly outage reports and statuses to review with internal teams.
• Monitor production environment using a combination of monitoring tools and call volume to ensure early detection of potential service interruption.
• Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain level and criticality of problem.
• Escalate issues and problems according to procedures and best judgment.
• Work with Engineers to understand impact of outage and report accordingly.
• Coordinate weekly RCA (root cause analysis) review meeting with all internal teams
• Answer direct phone calls, text and chat from internal teams during an outage event

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Minimum of 2 years of experience in a Help Desk or high-volume Call Center preferred
• Minimum of 2 years of experience working in Customer Operations including knowledge of common tools, methods, and techniques
• Previous working experience as a communications specialist or equivalent
• Works well under pressure and meets tight deadlines.
• Highly computer literate with capability in email, MS Office, and related business and communication tools
• Experienced with network monitoring applications such as SolarWinds a plus

Benefits:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts - for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.